SECTION 2 TIME—25 MINUTES 18 QUESTIONS DIRECTIONS

16.

The passage suggests that bank managers failed to

industry that arises from the inconvenience of switching

consider whether or not the service improvement

banks. Nor did they analyze their service improvement to

mentioned in line 19

(20

) determine whether it would attract new customers by pro-

ducing a new standard of service that would excite cus-

(A) was too complicated to be easily described to

tomers or by proving difficult for competitors to copy. The

prospective customers

only merit of the improvement was that it could easily be

(B) made a measurable change in the experiences of

described to customers.

customers in the bank’s offices

(C) could be sustained if the number of customers